Muska Shareefi
Woodbridge
Summary
Detail-oriented professional with experience in a fast-paced customer service environment, handling 200+ calls daily while maintaining accuracy and professionalism. Currently pursuing a degree in Information Technology/Computer Science-related studies, with strong skills in troubleshooting, problem-solving, communication, and technical support. Quick learner with experience using multiple software systems, managing high-volume workloads, and providing excellent customer service.
Overview
5
5
years of professional experience
Work History
Patient Access Representative 2
INOVA
12.2024 - Current
- Schedule patient appointments for radiology and imaging services, including MRI, CT, Ultrasound, X-ray, Mammography, and other diagnostic procedures.
- Answer and manage a high volume of inbound and outbound calls (200+ calls per day) while providing excellent customer service.
- Verify patient demographics, insurance information, and physician orders to ensure accurate scheduling.
- Educate patients on appointment preparation, arrival times, and required documentation.
- Coordinate with physicians' offices, clinical staff, and patients to resolve scheduling issues and obtain missing information.
- Maintain accurate patient records in the electronic medical record (EMR) system.
- Follow departmental policies, HIPAA regulations, and patient confidentiality standards.
- Prioritize urgent requests and accommodate scheduling needs whenever possible.
- Document all patient interactions and scheduling activities accurately and efficiently.
- Consistently meet productivity, quality, and customer service performance metrics in a fast-paced call center environment.
Pharmacy Technician
CVS Pharmacy
03.2024 - 12.2024
- Prescription Management: Precisely receive and process prescription orders, ensuring accuracy in medication dispensing and compliance with prescription details.
Verify and validate prescription information, including dosage, drug interactions, and patient history, to ensure patient safety.
Managed prescription refill requests, collaborated with healthcare providers for authorizations, and ensured prompt processing for patients. - Customer Service Excellence: Provide exemplary customer service by assisting patients with prescription inquiries and offering guidance on medication usage, potential side effects, and proper storage.
Address and resolve customer concerns, both in-person and over the phone, ensuring a positive experience and fostering customer loyalty.
Provided information to customers about the pharmacy’s services, health initiatives, and wellness programs. - Pharmacy Operations: Operate the point-of-sale system for processing financial transactions, ensuring accuracy in cash handling, and maintaining records of sales.
Process insurance claims, handle prior authorizations, and resolve billing discrepancies, collaborating with insurance companies and patients to ensure coverage and payment.
Maintain and update patient records, ensuring confidentiality and compliance with HIPAA regulations. - Collaborative Healthcare: Work in close collaboration with pharmacists to ensure the accurate and safe dispensing of medications, providing support in the preparation and verification processes.
Communicate effectively with healthcare providers to clarify prescription details, obtain necessary information, and ensure the delivery of high-quality care to patients.
Mentor and train new pharmacy technicians, sharing knowledge of best practices and operational procedures to enhance team performance. - Regulatory Compliance and Safety: Adhere to all state and federal regulations governing pharmacy operations, including controlled substance protocols and pharmacy security measures.
Follow CVS's policies and procedures for safety, quality assurance, and operational excellence.
Maintain a clean, organized, and safe pharmacy environment, ensuring compliance with health and safety standards.
Customer Service
Hobby Lobby
10.2023 - 03.2024
- Promptly and professionally handled customer queries, concerns, and requests
- Provided accurate and helpful information to assist customers with their inquiries
- Effectively communicating with customers
- Demonstrated consistent use of a positive and friendly tone in all verbal communications
- Utilized diplomatic communication to address and resolve customer complaints
- Escalating issues to higher authorities when necessary.
Guest Advocate
Target
08.2021 - 10.2023
- Assisted guests with returns, exchanges, and online orders
- Professionally answered and managed a high volume of incoming phone calls in a courteous and customer-focused manner
- Demonstrated strong communication skills by providing accurate and timely information, addressing inquiries, and resolving issues with a positive and solutions-oriented approach
- Maintained a friendly and professional tone to ensure a positive customer experience over the phone
- Registered sales on a cash register by scanning items, itemizing, and totaling customer's purchases
- Resolved customer's issues and answered questions in a timely and professional manner
- Processed transactions and collected payments of various types
- Prioritizing and managing workload efficiently to meet customer service goals
- Handling multiple tasks simultaneously without compromising quality
- Assisted in the training of new team members.
Front Desk Receptionist
ProFlex Physical Therapy
11.2021 - 04.2022
- Schedule and confirm appointments for patients
- Verify patient information, and insurance details, and collect necessary paperwork
- Coordinate patient check-out, schedule follow-up appointments, and process payments
- Coordinate with therapists to ensure smooth scheduling and manage appointment changes or cancellations
- Answer incoming calls and provide information or direct calls to the appropriate staff
- Contacted insurance companies for each patient admitted
- Verify patient insurance coverage and communicate relevant information to the billing department
- Assist patients with insurance-related inquiries and provide information on coverage details
- Maintain and update patient records accurately
- Ensure compliance with privacy regulations (HIPAA) when handling sensitive medical information.
Education
Associate in Psychology -
Northern Virginia Community College
Woodbridge, VA05-2027
High School Diploma -
Freedom High School
Woodbridge, VA05-2021
Skills
- Superior communication and customer service abilities
- Proficiency in pharmacy software systems and technology
- Comprehensive knowledge of pharmacology, including medication names, dosages, and interactions
- Strong multitasking and organizational skills in a high-volume, fast-paced environment
- Effective problem-solving and critical-thinking capabilities
- Communication skills
- Microsoft excel
- Microsoft word
- Bilingual
- Medication Dispensing
- HIPAA compliance
- Insurance Verification
Extracurricular Activities
Social Media Intern, VAW Global Health Alliances at VCU, 01/2023 - 04/2023, Learned management of the social media accounts of the organization to ensure member engagement, Assisted the board members in coming up with new member recruiting strategies., Attended board meetings regularly.
Languages
English
Native or Bilingual
Pashto
Native or Bilingual
Farsi
Native or Bilingual
Timeline
Patient Access Representative 2
INOVA
12.2024 - Current
Pharmacy Technician
CVS Pharmacy
03.2024 - 12.2024
Customer Service
Hobby Lobby
10.2023 - 03.2024
Front Desk Receptionist
ProFlex Physical Therapy
11.2021 - 04.2022
Guest Advocate
Target
08.2021 - 10.2023
High School Diploma -
Freedom High School
Associate in Psychology -
Northern Virginia Community College